We may ask you to retake the video if there was a problem with your recording.
The most likely reasons you might have to retake the video are:
- you didn’t read the words presented;
- the video quality was low and we couldn’t see the image and/or hear the sound well;
- we couldn’t see your face clearly in the video; or
- we couldn’t match your selfie to the person on the video.
Please contact our Customer Support team if this happens more than three times.